Director of Launch & Operations

About the role

Via is committed to transforming public transportation on a global scale by developing innovative mobility solutions. We are seeking a highly experienced and strategic leader to fill the role of Director of Launch & Operations. This position is based on-site in New York City and is integral to our North American expansion efforts. The successful candidate will oversee a portfolio of new service launches, manage a team of Launch Managers, and lead operational strategy and execution across multiple markets. You will be responsible for ensuring the smooth transformation of transit networks, managing technology and operational transitions, and maintaining high service standards. This role offers an exciting opportunity to influence market operations significantly, build operational frameworks from the ground up, and contribute to Via's mission of revolutionizing transportation.

Key facts

What you'll do

• Lead and develop a team of Launch Managers and operational staff, setting clear goals, expectations, and accountability measures to ensure high performance and continuous improvement.
• Foster a culture of operational excellence, trust, and collaboration within the launch and expansion teams, encouraging innovative problem-solving and proactive communication.
• Oversee a diverse portfolio of new service launches, ensuring each project is executed on time, within scope, and aligned with partner and internal expectations.
• Monitor and improve launch quality by tracking key performance indicators such as service efficiency, rider satisfaction, safety metrics, and operational reliability.
• Establish and refine processes for deploying new technology solutions and managing operational transitions during launches, ensuring seamless integration and minimal disruption.
• Act as a senior operational liaison during major launches, working closely with agency leaders, local authorities, and external partners to facilitate smooth coordination and communication.
• Build and maintain strong relationships with stakeholders through effective change management, transparent communication, and stakeholder engagement strategies.
• Navigate complex regulatory, contractual, and compliance frameworks associated with launching new transit services, ensuring all activities adhere to relevant laws and standards.
• Collaborate extensively with cross-functional teams including Operations, Commercial, Legal, Product, and Finance to coordinate efforts and ensure successful launch execution.
• Provide strategic insights and frontline feedback to inform product development and roadmap priorities, ensuring operational realities are incorporated into future planning.
• Lead efforts to identify operational risks and develop mitigation strategies, ensuring the stability and safety of new services from launch through ongoing operations.
• Drive continuous improvement initiatives by analyzing launch data, post-launch performance, and frontline feedback to optimize processes and outcomes.
• Represent Via at industry events, stakeholder meetings, and internal leadership forums to advocate for operational best practices and share lessons learned.

Requirements

• A minimum of 10 years of leadership experience in operations, consulting, or related fields, with a proven track record of managing large teams and complex projects.
• Demonstrated ability to develop and execute operational strategies in high-growth or transformative environments, including scaling teams and launching new business lines.
• Strong operational mindset with the ability to balance strategic planning with hands-on execution, addressing complex challenges with innovative solutions.
• Excellent interpersonal, communication, and stakeholder management skills, capable of influencing and aligning diverse groups including government agencies, partners, and internal teams.
• Proven experience navigating regulatory, contractual, and compliance frameworks relevant to transportation or similar sectors.
• Analytical and problem-solving skills with a focus on data-driven decision-making and continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities simultaneously while maintaining attention to detail.
• Bachelor's Degree is required; an MBA or advanced degree is preferred.
• Experience working in or with public transportation agencies or mobility service providers is highly desirable.

Nice to have

• Experience with technology deployment and operational transitions in transportation or related industries.
• Familiarity with regulatory environments and compliance standards specific to transit and mobility services.
• Prior experience managing large-scale launch projects across multiple markets or regions.
• Knowledge of change management principles and stakeholder engagement strategies.
• Fluency in additional languages relevant to North American markets is a plus.

Skills & tools

• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and operational planning expertise.
• Data analysis and performance monitoring capabilities.
• Ability to manage complex projects and coordinate cross-functional teams.
• Familiarity with project management tools and software.

Practical notes

• Willingness to travel up to 25% of the time to various markets and stakeholder locations is required.
• This role is based in New York City and requires on-site presence.
• Via is committed to fostering an inclusive environment and is an equal opportunity employer.
• Candidates should be prepared to engage in a fast-paced environment that demands flexibility, strategic thinking, and operational excellence.